ACD Survey Reveals Customer Insight Into the Claims Experience

ACD Survey Reveals Customer Insight Into the Claims Experience

Automation and machine learning are finding their place in the insurance industry. It works well when an auto claim is straightforward. However, with the sophistication of cars these days, many accidents are beyond just fender benders. And let’s face it, when you get in a car accident and have to file a claim you want to talk someone.

We’ve always felt this to be true, so we decided to test this theory with an ACD survey. Our results showed that over 90% of respondents want to work with a person or a combination of person and automation. When it comes to inspecting the damaged car, 39% would prefer an appraiser to inspect and assess the vehicle in person. A smaller percentage, 23.8% are okay with a combination of self-service (claimant takes their own photos or video) and appraiser assessment. About 86% would be fine with up to six updates about their claim, and as expected the way people want to be notified varies, with email and text favored slightly over a phone call.

The ideal formula is a balance between automation and empathy. ACD’s workflow platform is built with artificial intelligence and machine learning so routine tasks are handled, and adjusters can focus on using their skills on complex claims and situations. This is where your customer wants – and needs – a human to help them.

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Margin of Error: +/- 2.575%

The data for this survey was collected using SurveyMonkey Audience. Information on how respondents are recruited to SurveyMonkey is available here:

Survey conducted between 9/20 -9/21 2019 with 1,500 respondents.

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